Refund policy

New and Unused Items:

We accept returns or exchanges for new and unused items only. Please contact our customer service team within 5 working days of delivery. Returns are subject to a 15% restocking service fee and returning transport costs. Items must be in their original condition and packaging.

Faulty Items:

If you receive a faulty item, please provide photos of the damage and keep the item in its original condition and packaging. If a replacement or repair isn’t possible, we will accept the return and may issue a refund or store credit.

Non-Returnable Or Non-Exchangeable Items:

The following items cannot be returned or exchanged:

• Used or Lightly Opened Items
• End of Line Clearance Sales
• Defect Clearance Sales
• Mattresses & Pillows
• Pre-Order Special Orders
• Orders placed from outside New Zealand

Cancellations:

Cancellations or refunds are not available due to changes in personal circumstances, change of mind, or inaccessible delivery locations.

Return Rules:

All returned items will be inspected by our team. If approved, refunds will be issued minus the 15% restocking fee and return costs.

Return Address:

All returns must be approved before being sent. Please address all returns to:163 Maura Road, Mt Wellington, Auckland 1051

For any issues or inquiries, please email our customer service team at sales@oakfurniturestore.co.nz from Monday to Saturday, 9:30 am – 5:00 pm.

Refunds, Returns, and Right of Cancellation

Due to the size, professional packaging, and value of solid hardwood furniture. We are unable to accept free cancellation or provide a refund for reasons of changing personal circumstances, changing mind, or an inaccessible place of delivery after purchase. In some cases, we may accept a return request, if we accept your return, a 15% restocking service charge of the order value and the returning freight cost will apply. However, if the goods are manufactured faulty, you have 5 working days from delivery (the date on which you receive the items) in which to claim your order for replacement or repair. If you wish to do so, you need to email us within 5 working days from delivery. If any return or exchange is accepted by us, it must be in the same condition as received. If the carriers or you open the box to look at the product, please ensure that you do not damage the packaging, box or the product. Please ensure that you re-package the items. All original packaging must be returned with the item. 

We have a helpful and friendly customer service team on hand to help you with any matters of this nature. Our online customer service is available via email from 9:30 AM to 5:00 PM, Monday to Saturday.

Returns and Refunds Enquiries:

If you have received an item that is faulty or damaged, call us or email us within 24 hours of finding out about the damage. We will need to see a few pictures of the damage, taken with a digital camera and then emailed to us. No returns are accepted for goods sold as clearance items.

Please wait to receive authorization from us before returning an item. Said authorization will be valid for 7 days from the delivery date of the item in question.

Refunds:

For a refund to be made, a full inspection of the item/items needs to be made by our Returns department, to check for correct product return and completeness. If we receive an item back as NEW and unused the full amount less the Re-Stocking charge will be refunded to you. This does not include mattresses. On very rare occasions, you may find that doors or drawers are swollen due to extreme climate changes. Please do not refuse the item or return the item if this is so. Such swelling tends to reduce within 5 days. There will be rare occasions where the timber will not settle, in which case you will need to shave or sand a small amount from the side of the door or the bottom of the drawer front. A small amount of furniture wax will protect the furniture in the area where the adjustment has been made. Less than 0.1% of our furniture items are affected by the process of timber movement. However, customers must be aware that you are purchasing natural wooden furniture when you buy from Oak Furniture Store & Sofas and hence there is a small chance that timber movement may occur during shipping. Therefore, stiff doors or stiff drawers are not deemed defective or faulty. You are purchasing our goods on the understanding that any simple adjustments deemed necessary by the unlikely event of timber movement will be undertaken by the customer and will be paid for by the customer.

To prevent any disputes from occurring please ensure that you go over these points with your local specialist.

If for any reason you cannot facilitate the collection of goods on the confirmed date which has been arranged, please inform the carriers at least one full working day ahead of the scheduled collection time. This is so that an alternative date can be arranged. Should the carriers be unable to access the items scheduled for return on the date agreed, return charges will be applied to the customer.

1. After the 5-day return period has expired, we are unable to accept any items purchased which have been returned unless they are faulty.
2. In the unlikely event that we deliver damaged or incorrect goods to you, or if you find a defect in the goods for which you need to be compensated, please inform us within 5 days of the date that you receive the goods. Please either call or email us. Please ensure to keep the items in sellable condition and keep the packaging in the same condition that it was provided in.

If we find it impractical to offer to you a replacement, redelivery, or a re-selection of any faulty or damaged items, Oak Furniture Store reserves the right to offer to the customer an allowance. This allowance is against a repair or refund. If you return a non-faulty item, we will charge you for the return. Please see the return charges for information.

1. Should the customer or a third party attempt to carry out repairs on the goods, we will not be liable for the resulting loss or damage.
2. The refund will not include the delivery charge, the retailed freight rates will be applied to customer's order for the refund to be paid. 
3. If you decide to cancel the order after it has been dispatched, but we have been unable to deliver the item due to events beyond our control (including floods, Acts of God, or weather conditions), the customer will remain liable for the return delivery charge.

No return or exchange will be issued under the sales category of End of Line Clearance Sales, Defect Clearance Sales for both online and in-store, Pre-Order Special Program, and orders placed from outside New Zealand. 

Should the customer or a third party attempt to carry out repairs on the goods, we will not be liable for the resulting loss or damage.